There is a problem that prevents Helicon Remote from working with the stepper

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fab1978
Posts: 1
Joined: 25.02.2020 21:30

There is a problem that prevents Helicon Remote from working with the stepper

Post by fab1978 » 25.02.2020 21:37

Hi, my helicon remote stopped connecting with the stackshot while working on my MAC. I get the following message:
There is a problem that prevents Helicon Remote from working with the stepper. Follow the instructions to solve the problem:
Disconnect the stepper from USB.
Download and run the D2xxHelper installer from the FTDI website (click the link to download the file).
Reboot your Mac.
Reconnect the stepper. It should work with Helicon Remote now.

I contacted Helicon for help, but they wrote me a long email (see below) and I still can't figure out the problem. The D2xxhelper website has a pdf that explains how to uninstall the conflictive driver (Mac OS X10.4 Tiger or later; see pdf on page 16, item 4.2); I started a Terminal session on my MAC and floowed the steps recommended by tthe D2xxhelper, but I didn’t fix the problem.
https://www.ftdichip.com/Drivers/D2XX.htm

I would greatly appreciate any suggestions,

All the best,

Fab.

MESSAGE FROM HELICON:

Hello,

First of all, there are strong signs of a conflict with some other software that attempts to access the camera. To solve the problem, find and terminate that software - it could be another remote control program, could be a simple image import tool or an image viewer. Any program capable of detecting a camera can trigger this issue, and only one such program may be running at any time. It often helps to connect the camera first to see if any application is configured to open automatically when a camera is detected. If you see any such application, terminate it first and only then run Helicon Remote.

As for the Stackshot issue, this message also means that some other software already opened the device. Usually it's caused by the default Mac OS driver, and the solve purpose of the D2XX helper is to disable that driver and do nothing so that Stackshot is free for taking. But in your case, it may be some other application.

Best regards,
Alex, Helicon Soft developer

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Catherine
Posts: 339
Joined: 29.04.2019 22:38

Re: There is a problem that prevents Helicon Remote from working with the stepper

Post by Catherine » 27.02.2020 23:12

The short answer is that we don't know why some customers are experiencing this problem because it doesn't occur on our Mac. But we will dedicate more time to this problem soon and maybe we will find something.

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